Medallia, a world leader in experience management, announces that Salvatore Ferragamo, the iconic Italian luxury brand, has chosen Medallia Experience Cloud to improve the customer experience throughout its international network, both physical stores and e-commerce sites.
The extreme attention to the customer has always been a central element for Ferragamo since its birth by its founder in 1927.
Thanks to Medallia’s technology solutions, Ferragamo has opened up conversations with its customers to bring their sentiment and voice into the organisation and to give front-end teams relevant customer information so they can identify effective solutions to revenue-impacting issues and strengthen the bond of trust with customers.
The original project roadmap coincided with the first wave of the Covid-19 pandemic and the Ferragamo team quickly rethought the plan adapting it to the situation, anticipating the pilot on the US e-commerce channel and subsequently implementing the project in brick-and-mortar stores. The goal is to amplify the understanding of what touches customers’ emotions and to establish a direct personal connection through closing the loop with customers.
“An authentic dialogue with customers is essential for building lasting relationships and for enriching the brand. By listening to their requests, transforming criticisms into opportunities, flexibly and promptly finding solutions, helps strengthen the bond of trust and is the basis of a lasting relationship. Through the Medallia platform, we have opened an additional channel of listening to and understanding our customers, with the aim of transforming areas for improvement into opportunities and strengthening the bond that the Salvatore Ferragamo brand wants to have with its customers,” comments Micaela le Divelec Lemmi CEO of Salvatore Ferragamo Spa.
“We are absolutely delighted to be working with Salvatore Ferragamo on their mission to strengthen their bond with customers,” adds Leslie Stretch CEO of Medallia, who concludes “This famous Italian icon delivers fabulous experiences around the world. Their dedication to delighting all their clients and fans is backed up by their investment in technology and talent, truly driving 21st century customer experience.”